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Game Changers Challenge - Executive Summary

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Game Changing Idea

Name of proposed project: The Road to Remarkable Customer Service
Status: Runner Up
Track: Become more influential in our community, Improve the professionalism of our members, Increase or diversify Association income, Provide useful, practical business tools for our members, Provide value for our members

Submitting Information

Names of Submitters:Don Klein, CEO
Topic(s) Addressed:Membership/Customer Service
Original Submitted File:Greater Nashville Association of Realtors Road to Remarkable Customer Service.pdf

Idea Summary:Moving forward, both REALTOR® associations and real estate brokerages are going to have to become more and more consumer centric. To reach this status, they will have to create innovative value propositions that can be wrapped in unique consumer experiences. The essence of a great consumer experience is superb consumer care. The Road to Remarkable Customer Service Project proposes to provide a roadmap that helps firms/associations create a systematic way to deliver outstanding customer service as well as a course of action for dealing with complaints. Associations have a customer service culture. Training to improve the skills of association staff as well as REALTOR® firms throughout the participating association’s region would impact membership and build consumer relationships in a wide geographic area.

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